Head of Customer Success and Implementation Delivery

Your tasks

• Build, develop, and lead the customer success and implementation delivery team as the organization grows.
• Establish team priorities and oversee customer implementations, ongoing services, and delivery activities.
• Use customer data, analytics, and performance indicators to improve product adoption, customer retention, and return on investment.
• Partner with sales teams to develop account plans that support customer success and long-term value creation.
• Collaborate with product teams to communicate customer feedback, identify improvement opportunities, and inform product enhancements.
• Build and maintain strong relationships with customer leaders to understand their priorities and ensure successful outcomes.
• Represent the organization at customer summits and industry-facing events, strengthening relationships and engagement.
• Maintain a hands-on management approach, staying close to operational details while guiding the team toward broader strategic objectives.

Requirements

• Demonstrated experience building and leading teams, including direct people management responsibilities.
• Current experience in the life sciences industry in a service-related role, whether billable or non-billable.
• Experience using data and analytics tools to measure performance, evaluate processes, and drive improvements.
• Strong leadership and organizational skills, with the ability to establish priorities and oversee multiple customer engagements.
• A hands-on, detail-oriented management style combined with the ability to guide teams toward strategic goals.
• Ability to collaborate effectively with sales, product, and customer stakeholders to improve service delivery and customer outcomes.

What we offer

• Base salary: $200,000–$270,000, with the final offer depending on experience, location, qualifications, and expected contributions.
• Additional compensation: The position may be eligible for variable bonuses and/or stock bonuses.
• Health coverage: Medical, dental, and vision insurance.
• Life insurance: Basic life insurance coverage.
• Time off: Flexible paid time off and company-paid holidays.
• Retirement: Access to retirement programs.
• Charitable giving: A 1% charitable giving program.
• Remote flexibility: A work-anywhere approach that supports working from home or the office.

How to apply

How Jobgether works We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether?

Other

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.